I added 500 minutes to my hone but it isn't being recognized. Help

I bought 500 minutes of talk time 3 days ago and now the network is telling me I have no minutes when I haven't used the phone for anything since I added the money to the account. Is anyone else getting this? I added the money, was verbally confirmed of it being added, but now it's telling me I never added the cash. It says the cash is still in my account but naturally I don't have the 12 digit number anymore to re-add what was already added.